We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 247 results
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Decision Reference DRN-4425534
2 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4425534 The complaint Mrs B has complained about the handling of a claim under her boiler and central heating insurance policy with British Gas Insurance Limited. What happened In July 2022, Mrs B contacted British Gas as there was water dripping from a valve in her boiler. An engineer... (6 pages)View decision -
Decision Reference DRN2349782
18 Feb 2016 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr and Mrs D complain that Royal & Sun Alliance Insurance Plc has acted unreasonably when settling a claim on their home insurance.backgroundRSA carried out various repairs to damage in Mr and Mrs D’s kitchen. During the repairs some wooden kitchen unit doors we... (2 pages)View decision -
Decision Reference DRN1184077
3 Feb 2016 UK Insurance Limited UpheldInsurance (excluding PPI)Mr C complains about UK Insurance Limited’s (UKI) handling of his claim for an escape of water on his contents insurance policy. He also complains about UKI’s offer to settle his claim and the policy excess that it applied.background Mr C suffered an escape of water ... (2 pages)View decision -
Decision Reference DRN6745618
30 Sep 2014 CIS General Insurance Limited UpheldInsurance (excluding PPI)Mr H has complained about the settlement CIS General Insurance Limited has offered to him in relation to his claim made for damage caused to his bathroom and kitchen when he dropped a bucket of water.backgroundMr H was cleaning his bathroom when the handle on the bucket of water... (4 pages)View decision -
Decision Reference DRN-2754728
28 Apr 2021 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-2754728 The complaint T, a food takeaway business, has complained about China Taiping Insurance (UK) Co Ltd’s decision to decline its claim under its commercial insurance policy after its premises were damaged by a fire. T is represented by its proprietor, Ms M, who in turn is represen... (4 pages)View decision -
Decision Reference DRN-4474591
1 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4474591 The complaint Mr M complains about Aviva Insurance Limited’s (“Aviva”) handling of his claim under his home insurance policy. In particular, he complains about the delay in carrying out repairs and about their decision to decline part of his claim. What happened The background ... (5 pages)View decision -
Decision Reference DRN1930300
29 Sep 2018 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Mr L is unhappy that St Andrew’s Insurance plc didn’t notify him of a change to his policy.backgroundMr L took out a landlord’s buildings insurance policy in May 2009. He had cause to make a claim for damage caused by bed bugs in 2017. But when he submitted the cla... (2 pages)View decision -
Decision Reference DRN-1764875
24 Nov 2020 U K Insurance Limited UpheldInsuranceDRN-1764875 The complaint Mrs G is unhappy with the decision by U K Insurance Limited (UKI) to reject her home insurance claim for water damage to her kitchen floor. What happened In March 2019 when Mrs G had someone out to look at replacing her kitchen floor, it was noticed that some of h... (2 pages)View decision -
Decision Reference DRN7423683
12 Dec 2014 CIS General Insurance Limited UpheldInsurance (excluding PPI)Mr B has complained about a decision by CIS General Insurance Limited in relation to a claim for damage after an escape of water. He believes that it should pay for the damage caused to his new floor on the basis that the drying work after that claim was not completed properly.backgro... (2 pages)View decision -
Decision Reference DRN4318960
24 Nov 2015 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mr L has complained that Amtrust Europe Limited has unfairly declined his claim for damage caused to his property by a previous tenant.backgroundMr L owns a property which he lets to tenants. After his last tenant left the managing agent reported the property was in... (2 pages)View decision